Service Manager

Description

Summary

The Service Manager is responsible for running an efficient and profitable Service Center. The Service Manager will operate the Service Center at maximum production, controlling costs, building strong customer relationships, setting, and obtaining sales and profit objectives. The Service Manager must be able to work with all departments within Ten-8 and OEM manufacturers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Include but not limited to the following. Other duties may be assigned as needed.

• Ensure a safe, clean, and efficient service center that delivers a world-class experience to customers by supporting the vision, mission, and values of Ten-8.
• Ensure that company processes and procedures are adhered to at all levels.
• Manage/ develop customers within the service center territory.
• Be the focal point for all customer communication and incoming calls to the service department.
• Keep customers regularly informed on the status of their vehicles. Including updating customers on status of open SVT’s regardless of location of equipment.
• Complete the scheduling of all incoming work into shop and all mobile Technicians.
• Oversee and manage the open repair order level/ back log.
• Manage and audit the quality of all customer/ billing documentation.
• Prepare quotes for vehicle accident and repair jobs, follow up and validate accuracy of quoted repairs on completion of work.
• Make sure that any additional work identified upon arrival of a truck is quoted within 24 hours of arrival.
• Manage site expenses, responsibility for site P & L.
• Resolve all service and parts complaints. Complaints are to be reported and responded to within 24 hours of receipt.
• Maintain resource levels as required, including hiring, training, competency management.
• Maintain the customer satisfaction follow-up process including quality control and quick turn- around time.
• Maintain mandatory reporting standards including but not limited to OSHA Injury reports, Hazard Waste, MSDS documentation.
• In conjunction with the HR Director maintain federal and state documentation for drivers and company vehicles.
• Support apparatus and equipment sales departments to ensure the efficient, expedited delivery of new vehicles and equipment.
• Maintain and furnish necessary special tools and diagnostic software for technicians to perform their jobs safely, efficiently, and correctly.
• Pierce interactions
  • Complete Pierce dealer certification requirements.
  • Manage Pierce recall program.

Qualifications

Supervisory Responsibilities

Service Manager will manage all service center staff to include technicians, warranty clerks, and parts clerks by doing the following:

• Executing HR processes in cooperation with HR Department and the employee handbook.
• Ensuring all direct reports are efficiently trained in all aspects of the job and facilitate continuous development programs that enhance all areas of responsibility.
• Creating an environment promoting high-job satisfaction and continuous improvement.

Qualification Requirements

Proficient verbal and written communication skills in English are required.  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to create standard correspondence both written and verbal.  Ability to effectively and concisely present information in a one-on-one and small group situation to customers and other employees.  Ability to work from oral and written instructions.

LANGUAGE SKILLS: Must possess excellent written and verbal communication skills. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to create standard correspondence. Proficient verbal communication skills, in English, are required.

Education and Experience

• Associate degree or equivalent.
• Three (3) to five (5) prior Service Center management is required.

• Valid Commercial Driver’s License (CDL) preferred not required.

REASONING ABILITY: Ability to apply common-sense understanding to carry out instructions in written and oral form. Ability to deal with problems involving several concrete variances in standardized situations.

OTHER SKILLS AND ABILITIES: Must be able to work independently on assigned tasks as well as to accept direction on given assignments.

• Working knowledge of Microsoft Office Software. 
• Possess an unwavering dedication to premier customer service and support. 
• Ability to prioritize tasks and work quickly and efficiently.
• Maintain strong attention to detail and analytical ability.
• Maintain strong problem-solving skills.
• Maintain the ability to work both independently and collaboratively with a team.
• Knowledge of fire apparatus preferred.
• Maintain a professional appearance and provide a positive company image to customers, and public at large.
• Proven ability to work both independently and in a team environment.
• Must have the ability to establish and maintain effective customer relationships.
• Parts experience a plus, but not required.
• Some mechanical experience required.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is required to stand and walk over 50% of work time. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.